BetPlays Casino - El jugador cree que el reintegro se ha retrasado.

Hello everyone,

I have been awaiting my withdrawal to my crypto wallet since March 4, 2025. I made two deposits to the casino and also played with bonus funds, which were fully wagered, resulting in the balance being credited to my real account.

I have contacted support almost daily. Initially, I was informed that the withdrawal process could take up to five days and that I needed to ensure my account was fully verified. To that end, I submitted all necessary documents three times to ensure nothing was missing for verification.

Since March 11, support has informed me that an escalation is in progress to determine why the funds have not yet been sent to my account. My account remains active; I can log in and perform all actions like deposits and withdrawals. However, my bonus and player account balances are now zero. I had a total balance exceeding €3,500 but, after continued play, I canceled the withdrawal once before March 4 and subsequently requested a withdrawal of €3,300, which is still pending.

The casino has not provided any estimated time of arrival (ETA) for when I will receive my funds or explained why my withdrawal is still pending. Therefore, I am writing this complaint in hopes that you can assist me in resolving this issue. I can provide all necessary screenshots from communications between myself and support (which is always available—a significant positive point) if needed.

I have also access to BP Camp loyalty program but since a couple of days I am unable to purchase bonuses from the store, the support says that the gamification module is under maintenance, screenshot also attached.

My username is Erne**** at BetPlays.

Thank you for your help!

Kind regards,

Dear Ernestmus,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Ernestmus,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, all posts on Trustpilot were right this "casino" just closed my account today and consfiscated my winnings. I got this e-mail, after I added complain here and Askgamblers.

They wrote me this:

We encourage you to review our rules, specifically Betting Rule 3. Rule 9. and Rule 16. which is detailed in our General Terms and Conditions. You can access them using the link below:

https:­//b­etp­lay­s.c­om/­rul­es/­en/­gen­era­l-t­erm­s-a­nd-­con­ditions

Rule 3 is multi accounts haha. (I have no more than one account, this is just standard text they post to everyone to confiscate their winnings)

Rule 9 is ​​​Criminal Activity, Collusion & Cheating (how can you cheat on slots? XD Now I became even criminal)

Rule ​​​​​16 Promotions: Terms & Conditions (they first give me big bonusses and thousands of points in BP Camp but if you win and wager you never see your winnings)

This is a joke.

Dear team,

I have been thinking about the points of the regulations that I have allegedly violated. Regarding point 3, it is probably a simple mistake by the BetPlays team (I requested a change of email and phone number). I have never owned a second account on this platform. I only changed my email address and phone number, which I requested by writing to the casino's support at compliance@betplays.com. This change was implemented, and the result of these actions can be observed in the screenshot I have attached, named "changed email and phone.png".

Regarding point 9 of Betplays' terms and conditions, I cannot even imagine how I could cheat, manipulate, or act to the detriment of the casino by playing exclusively on slots and using the opportunities provided to me by the Betplays platform and services such as BP Camp. I was extremely fortunate to win such a large amount and wager it a sufficient number of times. However, during my first withdrawal attempt after the deposit, there were already issues with the payout, as it was canceled twice, each time requesting a different verification proof, and at that time, the amount was €100.

As for point 16, I asked for the exact sub-point that, according to Betplays, I violated, but I also did not receive a response. Just a day before my account was blocked, the provider Jessie assured me that the BP Camp (the casino's bonus system) block would not affect my withdrawal, which you can observe in the attached screenshots.

I run a fledgling casino affiliate service at GetBonus.info, so I am not new to the casino world, but this is the first time I have encountered such a reaction from a casino and a lack of professionalism.

I hope you will reconsider my complaint and ask the casino to also send me the evidence they sent to you.

Kind regards,

Ernest

Thank you Ernestmus for all the information provided. As we need additional information from the casino, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ernestmus,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BetPlays Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed?

Have his winnings been confiscated? If not, what is the estimated time frame for processing his pending withdrawal? If yes, and we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru). It would be great if you could also provide us with more details regarding the loyalty program and the maintenance and the user's points/features accumulated at the casino.

Thank you.

Dear All,

Following a comprehensive review of the customer's account and betting activity, we have identified violations of our General Terms and Conditions. Specifically, the customer has contravened Rule 3. Rule 9. and Rule 16. as outlined in our terms, which can be accessed at:

https:­//w­ww.b­et­pla­ys.c­om­/ru­les­/en­/ge­ner­al-­ter­ms-­and­-co­ndi­tions

The deposits were refunded. We have sent an explanation and evidence via email.

Regards,

BetPlays Team

I am playing for years, sometimes I was even playing for 10 eur a hit and these 'people' want to tell you that I am cheating, this circus needs to be closed. When did you send me any message about my refund or similar message, any details about that? 😀 I know I will not recieve this money but leth laugh together.

Greetings all,

Thank you both for your replies.

Dear BetPlays Team,

Can you please check my last email regarding the matter and provide me with the requested?

Thank you.

Dear Ernestmus,

You mentioned that you used bonuses at BetPlays. To the best of your knowledge, is it possible there is another account linked to your account by any personal details or data (payment method, address, similar email, IP/device, anything)? If so, what was the activity on the linked account? Was any bonus used there?

Thank you.

Hello all,

there could be no other accounts as the only account I had and registered was Created on 2nd of Jan 2024, 21:55 using e-mail address hosted @gmail.com then changed by BetPlays to @musial.be as per my request. During the first months Betplays was sending me emails without my username what is a bit strange but I do not know what could cause this (bug?), pls take a look at the "your login name is:" section:

I am using mobile connection 5G from Orange Belgium/Base provider so I have always a dynamic IP but I do not think that there is a possibility, other people are using the same IP as me on the same time. Thats all what I can say about that part. If there are any other questions, feel free to ask.

Small update, I got 2 times, registration e-mail, on the same email address, but how could I register twice using the same e-mail address? Its impossible.

You mentioned that you used bonuses at BetPlays. 

The bonuses which I was using were from the Betplays gamification module, I bought the free spins from the shop using the points I have earned during the gameplay, pls see the screenshots from the store and chat with casino representative below:

I see that I needed to write to support in order to verify my number manually as there was a problem with my phone number, just take a look at the screenshots below, if there was a discapency between two accounts(?) using the same e-mailaddress how can we talk about duplicate account?

Dear all,

This was my second crypto deposit to Betplays. I haven't received any refund yet. Please provide more information about where you sent the funds.

Did you sent my first refund tu my credit card used? May I know what were the details of transaction and the date pls. I tried to contact the support but they disconnected the chat.

Guys, I got the 20 euro back on my CC but still my crypto deposit has not been refunded.

But sum up eveything, so that was not true that I had two accounts right? Why does the casino stated I was using duplcate accounts?

Dear Ernestmus,

I am sorry for the delay.

Thank you for the confirmation.

I am afraid that only one of your deposits should have been refunded due to the violation of the casino's Terms and Conditions.

Basically, it was fully confirmed and supported with sufficient evidence that there was another account directly linked with yours, while it had nothing to do with the information you provided above, regarding your account or more than 1 confirmation email regarding your registration or updating your personal details.

However, for now, I am waiting for a few more details from the casino via email, to be clear about the result of the complaint and the refunded deposit. There was a little discrepancy which I would like to clarify.

Dear BetPlays Casino Team,

Thank you for your email and the additional details. Almost everything was cleared up. However, can you please check my last email regarding the matter and the refunded deposit, and answer my questions?

Thank you.

Hello, I have received a second refund of €25 to my crypto wallet. That's all, thank you for your assistance Branislav.

However, I would like to clarify that I have never had two accounts on the platform. I still have not received a clear explanation regarding the alleged violations attributed to me. No evidence or specific information has been provided to support these claims.

Greetings all,

Thank you both for your replies and updates, here or outside the thread.

Great news, Ernestmus! I am glad you have successfully received your deposits back.

Thank you for the confirmation and for using the Casino Guru complaint resolution centre. As your deposits were refunded, we consider the matter successfully resolved, and I will now mark your complaint accordingly in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for the casino's claims and decision - although I cannot share with you the details for understandable reasons (I do not have permission from the casino to share the details, and it could also serve as a manual on how to avoid being detected in the future in this or other online casinos), please note I was provided with sufficient evidence confirming that 1 user used more than 1 account (including yours) at the casino, or based on the provided data/details from the linked accounts, it would be likely impossible to prove otherwise.

If you insist on seeing the supporting evidence, unfortunately, you will have to ask the casino for it or turn to the gaming authority that the casino is regulated by. As I mentioned, although I saw sufficient evidence confirming the casino's claims and decision, I am not allowed to share any details with you.

On the other side, to be honest, I think that after all the findings, you can be glad and happy that with our help, the casino refunded your deposits.

Thank you for understanding.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Of course, in case of any additional questions, feel free to contact me via email (branislav.b@casino.guru).

Thank you very much, BetPlays Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru